CRM Officer

Diploma   Afghanistan, Ghowr Full Time 968
Date Posted:May 9, 2017
Closing Date:May 17, 2017
Work Type:Full Time
Number of Vacancies:1
Functional Area:Public Relations
Salary Range:Salary is negotiable
Years of Experience:1 Year
Contract Duration:Not specified
Extension Possibility:No
Contract Type:Fixed-term
Probation Period:2 months
Required Languages:96,90,66



Action Contre la Faim (ACF) is a Non-Governmental Organization (NGO) that was created in France in 1979. ACF has been active in Afghanistan in the medical, nutrition, food security, water and sanitation and Mental Health fields since 1995.

Job Summary:

Purpose of the position:
The CRM Officer supports the ERM Coordinator, Field manager and Emergency Programme Manager in his/her efforts to strengthen the quality and accountability of ACF Emergency Programme in Afghanistan. He/she will be the primary point of contact for beneficiaries’ complaints and feedback; record any complaints in the database; liaise with field staff and line management in addressing and resolving complaints; and assist in any other Accountability activities as required.

Duties & Responsibilities:

Registration, Documentation & Follow-up of Complaints:

Receive calls on ACF’s hotline and ensure all information is properly documented;

Receive complaints and feedback referred from field staff and ensure proper documentation;

Liaise with field staff and line management to ensure feedback and complaints are addressed and resolved; Ensure follow up of decision taken;

Respond to beneficiaries’ complaints as per the Complaints Response Mechanism (CRM).
Data Entry, Information Management & Reporting:

Ensure full and accurate entry of information regarding the complaints in the database;

Ensure support to Line manager for monthly preparation of data analysis to compilation for internal and external reporting. This can also include ad-hoc reports as required by the ERM Coordinator and/or Programme Manager;
External Relations:

Ensure proper engagement with beneficiaries to ensure beneficiaries are listened to and engaged with in the program.


Demonstrates integrity by modelling the ACF values

Promotes the vision, mission of ACF in Afghanistan

Shows cultural, gender, religion, race, nationality and age sensitivity

Plans, coordinates and organizes workload while remaining aware of changing Priorities and competing deadlines

Establishes, builds and maintains effective working relationships with staff and beneficiaries to facilitate the provision of support

Consistently approaches work with energy and a positive, constructive attitude

Remains calm, in control and good humored even under pressure

Demonstrates openness to change and ability to manage complexities

Responds positively to critical feedback and differing points of view

Petitions feedback from project staff about the impact of his/her own behavior

Job Requirement:

Minimum 3 years of relevant experience within the humanitarian field

Minimum 1 year of relevant working experience in Monitoring, Evaluation, Accountability and Learning

Experience from working in complex and volatile contexts

Documented results related to the position's responsibilities
Required skills:

good in collaboration and involve in relevant actors and encourage feedback

good communication skill

Good representation skills

Job Location:

Afghanistan, Ghowr
This job is expired